Refund Policy

VerticeHost provides digital hosting and infrastructure services that may involve immediate resource allocation, server provisioning, IP allocation, storage allocation, bandwidth usage, software installation, and other infrastructure costs.

Because our services involve resources being provisioned specifically for a customer, payments are generally non-refundable once a service has been provisioned or activated, except where a refund is expressly approved under this policy.

A refund is not an automatic right and every refund request may be reviewed individually.

A customer may request a refund where:

• The service has not been substantially used.
• The service cannot be provisioned due to an issue on VerticeHost's side.
• VerticeHost is unable to deliver the purchased service.
• A duplicate payment was accidentally processed.
• VerticeHost specifically approves a refund as an exception.

Submitting a refund request does not guarantee that a refund will be issued.

VerticeHost reserves the right to determine whether a particular request qualifies for a refund.

Where a service is eligible for a refund, the customer should submit the refund request within 24 hours of the original payment or service activation, unless otherwise stated by VerticeHost.

Requests submitted after this period may be rejected.

The 24-hour period does not mean that every payment made within 24 hours is automatically refundable.

Refunds will generally not be provided for:

• Services that have already been substantially used.
• Used bandwidth, storage, compute resources, or other consumed resources.
• Dedicated or specially allocated IP addresses and infrastructure costs.
• Domain registrations, transfers, or renewals where applicable.
• Add-ons or third-party services where the underlying provider does not provide a refund.
• Backup storage or backup-related resources that have already been provisioned or consumed.
• Software licenses or third-party products purchased through VerticeHost where the applicable provider does not allow refunds.
• Services cancelled because of customer-side issues.
• Services suspended or terminated due to violation of our Terms of Service, Acceptable Use Policy, or Abuse Policy.
• Services affected by customer misconfiguration.
• Data loss caused by customer actions, unsupported software, or customer-side configuration.
• Services that have been used for abusive, fraudulent, illegal, malicious, or prohibited activities.
• Payments associated with fraudulent activity or suspected payment abuse.
• Payments made through unauthorized payment methods.
• Chargebacks or payment disputes initiated after a service has been delivered.
• Any service where the customer has already received the primary benefit of the purchased service.

VerticeHost is not responsible for providing refunds where the purchased service is functioning as intended but the customer is unable to use it because of:

• Incorrect configuration.
• Incorrect software installation.
• Unsupported applications.
• Customer-created firewall or networking rules.
• Incorrect DNS configuration.
• Customer-created server modifications.
• Incompatible operating systems or applications.
• Customer mistakes or negligence.
• Failure to follow provided documentation.
• Issues caused by third-party software or services.

Customers are responsible for properly configuring and maintaining their own services unless a separate managed-service agreement states otherwise.

A refund will not automatically become due merely because an issue, communication problem, configuration problem, or other incident involves a VerticeHost employee, contractor, partner, supplier, or third-party service provider.

VerticeHost will review such situations based on the actual circumstances, service impact, applicable agreements, and this Refund Policy.

Any unauthorized promise of a refund, credit, compensation, or other financial adjustment made by an individual employee, contractor, reseller, partner, or third party does not constitute a binding commitment by VerticeHost unless formally approved through an authorized VerticeHost channel.

If a service is suspended or terminated because of:

• Abuse;
• Fraud;
• Illegal activity;
• Security violations;
• Network abuse;
• Spam;
• Malware;
• Attacks against other systems;
• Copyright or intellectual-property violations;
• Payment fraud;
• Chargeback abuse;
• Violation of the Terms of Service;
• Violation of the Acceptable Use Policy; or
• Any other prohibited activity,

the customer may not be entitled to a refund.

Termination of an account or service does not create an obligation for VerticeHost to return previously paid fees.

Customers may cancel their services through the applicable VerticeHost customer or billing interface, where available.

Cancellation normally prevents future renewals and does not automatically generate a refund for the current billing period.

Unless explicitly stated otherwise, unused time remaining on a prepaid service is not automatically refundable.

Customers are responsible for cancelling services before their next billing date if they do not wish to continue the service.

For monthly or other recurring services, cancellation does not normally result in a refund of the current billing cycle.

Once a recurring payment has successfully processed and the service has been provisioned or renewed, the payment may be considered final unless VerticeHost approves an exception.

Customers should cancel recurring services before the next renewal date.

If a customer accidentally makes the same payment more than once for the same service, VerticeHost may review the transaction and refund the duplicate amount where the duplicate payment can be verified.

Any applicable transaction or payment-processing limitations may affect the method or timing of the refund.

If a payment is marked as failed, declined, reversed, or otherwise unsuccessful by the payment processor, VerticeHost will generally not consider the transaction a completed payment.

If money has nevertheless been deducted from the customer's account, the customer should first allow the payment processor or bank to complete its reversal process.

Where VerticeHost actually receives the funds and the transaction is subsequently reversed or determined to be invalid, the matter may be reviewed accordingly.

Customers should contact VerticeHost before initiating a payment dispute or chargeback.

A chargeback or payment dispute may result in:

• Immediate service suspension;
• Account restrictions;
• Termination of affected services;
• Investigation of the payment;
• Recovery of outstanding amounts; and/or
• Other action permitted under our Terms of Service.

A customer who receives a refund directly from VerticeHost must not additionally retain a chargeback for the same transaction.

Fraudulent or abusive chargebacks may result in permanent account termination.

Approved refunds will normally be issued through the original payment method used for the transaction, where technically possible.

VerticeHost may be unable to refund a payment to a different payment method for security and fraud-prevention reasons.

The final time required for the funds to appear in the customer's account may depend on the payment gateway, bank, card issuer, or financial institution.

VerticeHost does not control third-party processing times.

Once a refund has been approved, VerticeHost will initiate the refund within a reasonable processing period.

The actual time for the refunded amount to reach the customer may vary depending on:

• Payment gateway;
• Bank;
• Card issuer;
• Payment method;
• Payment-processing network; and
• Applicable financial institution.

A delay by a payment provider does not constitute a failure by VerticeHost to process an approved refund.

At its sole discretion, VerticeHost may provide:

• A partial refund;
• Account credit;
• Service credit;
• Extension of service;
• Replacement service; or
• Another appropriate resolution

instead of a full monetary refund.

Any such resolution will be determined based on the individual circumstances.

Service credits are not automatically convertible into cash unless VerticeHost expressly agrees otherwise.

Services purchased using promotional pricing, coupons, discounts, credits, introductory offers, or special pricing may be subject to additional refund restrictions.

Where a refund is approved, the refunded amount may be calculated based on the actual amount paid rather than the standard retail price of the service.

Promotional credits and bonus credits are generally non-refundable and have no cash value.

Some VerticeHost services may rely on third-party infrastructure, software, networks, payment processors, registrars, data centers, or other providers.

If a third-party provider experiences an outage, limitation, suspension, policy change, or other issue, a refund is not automatically guaranteed.

VerticeHost may, where appropriate, attempt to provide an alternative solution or service credit depending on the circumstances.

Customers are responsible for maintaining appropriate backups of their data unless a separate backup service or agreement expressly states otherwise.

Cancellation, suspension, termination, expiry, or deletion of a service may result in the deletion or unavailability of associated data.

Refund eligibility does not create an obligation for VerticeHost to restore deleted or lost data.

Fees paid for backup storage or consumed backup resources may be non-refundable.

VerticeHost reserves the right to deny refunds where a customer is found to have engaged in:

• Fraudulent activity;
• Payment abuse;
• Account abuse;
• Resource abuse;
• Network abuse;
• Spam;
• Phishing;
• Malware distribution;
• Unauthorized access;
• Attacks against third-party systems;
• Illegal activity;
• Circumvention of service restrictions;
• Abuse of promotional offers; or
• Any activity prohibited under VerticeHost policies.

Accounts involved in such activity may also be suspended or permanently terminated.

Refunds are not normally provided for downtime or service interruptions caused by:

• Customer configuration;
• Customer software;
• Customer-installed applications;
• Customer firewall rules;
• Customer DNS settings;
• Customer scripts;
• Customer resource exhaustion;
• Unsupported modifications;
• DDoS or attacks where mitigation is outside the purchased service scope;
• Third-party services; or
• Other circumstances outside the reasonable control of VerticeHost.

Any service-level credits, if applicable, are governed separately by the applicable service agreement or SLA.

VerticeHost may, at its sole discretion, approve a refund even when a request does not strictly satisfy the normal eligibility requirements.

Such an approval is an exception and does not create a precedent, entitlement, or continuing right to receive refunds in similar situations.

Repeated refund requests, repeated payment reversals, fraudulent claims, manipulation of refund policies, or attempts to obtain services without payment may result in:

• Refund denial;
• Account restrictions;
• Service suspension;
• Account termination;
• Loss of promotional eligibility; and/or
• Recovery of amounts owed to VerticeHost.

To request a refund, customers should contact VerticeHost through an official support channel and provide:

• Account information;
• Order or invoice information;
• Payment reference, where applicable;
• Service name;
• Date of payment;
• Reason for the refund request; and
• Any relevant supporting information.

Providing incomplete or inaccurate information may delay the review.

VerticeHost may request additional information before making a decision.

All refund requests are subject to review.

During the review, VerticeHost may consider:

• Service usage;
• Resource consumption;
• Account history;
• Payment history;
• Reason for the request;
• Service availability;
• Customer configuration;
• Policy violations;
• Abuse history;
• Third-party involvement;
• Payment-provider information; and
• Other relevant circumstances.

The final determination will be made by VerticeHost based on the applicable policies and circumstances of the case.

VerticeHost reserves the right to modify, update, or replace this Refund Policy at any time.

Changes will become effective when published on the VerticeHost website unless otherwise stated.

Customers are responsible for reviewing the current version of this policy.

For refund-related questions or requests, please contact VerticeHost through the official support channels provided on our website.

VerticeHost

Website: https://verticehost.com/

For additional legal terms, please refer to our:

• Terms of Service
• Privacy Policy
• Acceptable Use / Abuse Policy
• Cancellation Policy
• Backup Policy
• Service Level Agreement, where applicable